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~isPartOf:"Psychology & marketing"
~person:"Hübner, Alexander"
~person:"Rotman, Jeffrey"
~subject:"Consumer behaviour"
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Consumer behaviour
Beschwerdemanagement
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customer apology
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customer failure
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frontline service employee
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job satisfaction
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online retailing
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operant conditioning
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perceived supervisor support
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Hübner, Alexander
Rotman, Jeffrey
Arnold, Todd J.
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Robertson, Nichola
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Su, Lei
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Wang, Xuesong
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The customer is often wrong : investigating the influence of customer failures and apologies on frontline service employee well-being
Robertson, Nichola
;
Rotman, Jeffrey
;
MacQuilken, Lisa
; …
- In:
Psychology & marketing
40
(
2023
)
4
,
pp. 825-844
Persistent link: https://www.econbiz.de/10014290864
Saved in:
2
Rewarding customers who keep a product : how reinforcement affects customers' product return decision in online retailing
Gelbrich, Katja
;
Gäthke, Jana
;
Hübner, Alexander
- In:
Psychology & marketing
34
(
2017
)
9
,
pp. 853-867
Persistent link: https://www.econbiz.de/10011738111
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